The University of Northampton are looking for a Technical Support Analyst to support the existing team on a temporary basis.
The overall purpose of this role is to provide a professional and customer focused point of contact for IT Services in providing both students and staff with IT assistance. Provide support and act as an escalation point to the 1st line service desk analysts.

SKILLS AND EXPERIENCE

Educated to GCSE level or equivalent
Microsoft Certified Accreditation – MD100 & MD101 or equivalent
Experience of ITIL and service operation processes
Experience of working within a customer service / IT Service desk team environment
Experience of working to service level agreements for service-related incidents and requests
Experience of Service Desk Tooling
Excellent interpersonal skills with peers and key stake holders
Self-motivated an able to work on own initiative
Excellent customer service skills with both student and staff requirements
Good communication and presentation skills
Able to work collaboratively within the wider IT department
Ability to adapt to organisational change
Ability to adapt to technological advances in the workplace

To provide technology related assistance and facilitate resolution of incidents, problems and requests for both students and staff.

• Apply technical expertise in order to attempt to resolve enquiries at first contact and/or allocate/escalate to the appropriate team or expert group according to process.
• Responsible for the diagnosis, and resolution of assigned incident, request work items, and the completion of all related assigned activities.
• Responsible for the monitoring of new work items and own work item queue ensuring they are actioned according to assigned service level objectives and priority.
• Responsible for the administration, availability, and support of IT service, request offerings to the organisation as defined within the IT Service Portfolio.
• Responsible for the completion of operational control process, and the monitoring, analyses of environment providing proactive recommendations and solutions.
• Responsible for helping and support for related infrastructure system, network, and application service as defined within the IT Service Portfolio.
• Responsible for ensuring operational policies, standards, best practices configurations, system settings and process tasks are adhered to and carried out.
• Responsible for the inventory, administration, deployment of operational related hardware, software and ensuring its configuration meets defined policy criteria.
• Responsible for working with third party suppliers to verify timely delivery of software, hardware equipment and ensure its readiness for operation usage.